Escalate defects with complete diagnostic information, including business impact, replication steps, screenshots or examples, affected users, and related configuration details.
Create and maintain SOPs, job aids, FAQs, knowledge articles, and release communications that improve first-contact resolution and reduce recurring support demand.
Deliver user enablement through onboarding support, training materials, office hours, and targeted guidance for common issues and process changes.
Identify recurring incidents, knowledge gaps, access issues, process breakdowns, and improvement opportunities; partner with stakeholders to address root causes.
Collaborate with Product Management, Reporting & Analytics, business process owners, IT, vendors, and end users to stabilize services and support measurable improvements in adoption, reliability, and user satisfaction.
Basic Qualifications
Bachelor’s degree in information systems, business administration, operations, supply chain, finance, or a related field; additional years of relevant experience may be considered in lieu of a degree.
2+ years of experience in application support, business systems administration, service desk operations, procurement operations, supplier enablement, workflow administration, or a related operational support role.
Experience using ticketing, service management, issue tracking, or workflow tools to document work, manage queues, track aging items, and communicate status.
Experience supporting end users, troubleshooting functional issues, documenting processes, and coordinating with technical teams, vendors, or business stakeholders.
Strong attention to detail, organizational discipline, written communication skills, and ability to manage multiple priorities in a service-oriented environment.
Preferred Qualifications
Experience supporting procurement, supplier management, contract management, travel, facilities, safety, risk, compliance, service management, or enterprise workflow platforms.
Experience with user provisioning, role-based access, audit evidence, controls, and operational compliance activities.
Experience supporting UAT, regression testing, release readiness, production validation, or vendor defect verification.
Experience creating SOPs, job aids, FAQs, knowledge articles, training materials, or user communications.
Familiarity with tools or concepts such as Azure DevOps, Modern Requirements, Power BI, service catalogs, report catalogs, or ITIL-aligned service management practices.
What You Bring
A service-first mindset and the ability to communicate clearly with users, business partners, technical teams, and vendors.
Strong analytical and troubleshooting skills, including the ability to isolate issues, ask effective diagnostic questions, and document complete findings.
Process discipline, follow-through, and comfort working within defined intake, escalation, access, testing, and change management procedures.
Curiosity and continuous improvement orientation, with a willingness to identify recurring issues and help improve runbooks, controls, and knowledge quality.
Ability to work independently while staying aligned to team priorities, service commitments, and the broader AOS operating model.
Success in This Role
Incidents and requests are resolved or escalated within agreed service expectations, with clear documentation and proactive communication.
Backlog age, repeat incidents, and avoidable escalations decrease through improved triage, knowledge management, and corrective-action follow-through.
User access, configuration updates, testing evidence, release verification, and operational checks are completed accurately and on schedule.
Knowledge articles, SOPs, job aids, and training materials remain current, usable, and aligned to the way AOS applications are supported.
Business users experience responsive support, clearer guidance, and more reliable application services across the AOS portfolio.
About ICF and AOS
ICF is a global consulting and technology services provider that combines deep domain expertise with advanced analytics, digital modernization, and mission-driven delivery. Within ICF, Administrative Operations & Systems supports the enterprise platforms and operational capabilities that help internal teams, suppliers, and business partners work effectively. The AOS Application Services model brings together Product Management, Application Operations, and Reporting & Analytics to create clear ownership, reliable service delivery, stronger controls, and scalable support for a broad and growing application portfolio.
Bot and Third-Party Applications
Please note that this application must be submitted directly by the applicant for consideration. Failure to do so may result in the application being excluded for consideration. Applicants needing an accommodation for disability or religious purposes in connection with the application process should contact Candidateaccommodation@icf.com for assistance.
- Working at ICF
- ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.
We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.
We will consider for employment qualified applicants with arrest and conviction records.
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.
Candidate AI Usage Policy
At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.
However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.
Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on full-time employment is
$73,770.00 - $125,408.00
Reston, VA (VA30)
